Tag Archives: Customer service

Ask your customers or clients to use the tools available to them on Facebook or Google to leave you reviews. If someone sends you a tweet thank you for what you do, share it!

A lot of people don’t feel comfortable sharing their reviews in case it looks like bragging, we say “share away”. If someone takes the time to review you, you’ve earned it – it is a lovely piece of news to share to all your followers!

(And if you use other companies, why not return the favour and leave them some feedback!)

Ok so here’s the thing. You’ve created a fantastic social media profile, now you can relax, right? WRONG!

Always make sure your profile is up-to-date. Make sure any website changes are reflected therein. Keep on top of contact changes, changes to contact details and changes to team members.

There’s nothing more frustrating for a potential customer than to follow a link on your social media only to find it is out of date. The customer is trying to contact you – make it easy for them! It is unlikely you’ll get a second chance.

It can be very tempting to use social media as a platform to try to sell as much as you can. After all they’re free platforms, so any material return on your time investment is a profit.

However, don’t be tempted to do the hard-sell and nothing else. There is nothing more likely to encourage potential customers to unfollow you that seeing a social media stream full of nothing more than “buy this” or “use us”.

Be creative in your social media postings, do a mix of showing what you’ve done, sharing customer feedback and retweeting other’s content. All will still encourage customers to keep following you because you’re interesting. Keep them interested and you’re more likely to convert to a sale.

For today’s Tip we’re encouraging you to make use of every aspect of your business page on Facebook.

For Facebook business pages you can turn on the Review feature, which means customers can quickly leave you reviews – based on a 1-5 star system – and even add a comment.

Why not ask your clients to leave a review for you – it is a really quick way of them telling people how good their experience was, and as more people use Facebook for finding business; a great way of encouraging new customers to try you out!

For today’s tip we’re going to give you a little bit of Facebook advice!

Don’t forget to make use of the Call to Action button on Facebook! The time any potential new customer spends on a business page is fleeting so there are two main rules – make your content engaging and make it easy to get in touch with you.

The Call to Action button has a number of options from booking appointments to simply getting in touch; so you can select the one that works best for you. But make sure you do select one, even if it is only a link to a contact page on a website. Make it easy for the customer and they will respond by getting in touch!

Although only a small tip, we believe it is really important to have the Messenger feature on Facebook activated on your business page.

Although it is another form of contact to manage, it gives potential customers another method to get in touch with you. If a customer is already on your page on Facebook, you have made good progress – it seems counterproductive to ask them to leave Facebook and go elsewhere to Contact You!

You can always set up your account so you receive notifications of new messages – and remember, if you respond quickly you turn on the 100% response rate badge!

If you’re using a Twitter account for business purposes it is really important that whoever is using the account is consistent in tone. Remember your account is in effect the company and so its important to maintain a constant and professional presence at all times.

Even if the account is managed by different staff, make sure they’re all clear about how you want the account to be used and what is and isn’t appropriate! The public will only see the company, not the different people who are behind the avatar so keep it neutral, informative and polite.

It is really important to ensure that your company information is as complete as possible on Facebook. A lot of people think because it is “only” Facebook that this doesn’t matter, but it makes a good impression and is a free and easy way of getting all your relevant information in the public domain.

Make sure your profile includes your website address, your location, your opening hours and a concise description of what your business does. It is also important that when you’re choosing the relevant business type you choose the most appropriate.

Remember a good Facebook profile makes a good first impression! It also makes it easy for your customers and potential customers to find you. Isn’t that great?!

Twitter lends itself perfectly for multiple people to use the same company account.

It is a nice touch for each person who uses the account to sign off their tweets with their initials. Whilst giving the company account a more personal touch, this also means that customers know who they have spoken to and are able to connect via other methods to the company and ask for the person they want. Customers like continuity, especially when it makes their life much easier – and as a result makes it much easier for them to buy your service or product!

A pinned tweet or indeed the company bio is the perfect place to name who is using the Twitter account.